NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

Download web conference slides (PDF)

Not sure where to start optimizing your customer contact strategy? E Source can help! Schedule a discovery call to tell us more about the challenges you're facing.

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Contact channels that weren’t common a few years ago (such as chat) are now mainstream and necessary to deliver a positive customer experience. With so many new opportunities for connecting with customers, you need a clearly articulated strategy to prioritize your customer contact dollars. In this web conference, we’ll discuss how to develop a strategy that can withstand all the new technologies, platforms, and channels that your customers are using.

You’ll learn:

  • The new customer service contact channels that you need to prepare for
  • Why new technology evolves and gets adopted so quickly in today’s day and age
  • How to balance customer service priorities with increased pressure to generate revenue
  • Why you need to focus on solving customer problems, not the channels used to solve them

Speakers:

Keenan Samuelson, Senior Analyst, Customer Experience, E Source
Jeffrey Daigle, Director, Customer Experience, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

MR studies used

Contact Center Performance Survey